Mitel SX 200 DIGITAL Pabx General Descriptions Manual

6. ACD AGENT SETS
6.1This section of the practice describes the ACD ZELEMARKETER fea-
tures on 
SUPEf?SE~4 telephones used by ACD agents, and includes descrip-tions of:
l special feature keys,
l set displays,
l reports, and
0 set operation.
The information in this section is aimed at those planning an ACD installa-
tion, setting up an ACD system, and operating the sets in an existing system.
FUNCTIONS
6.2Each logged in agent uses a SUPERSET telephone that is normally
programmed with one line select key...

ACD TELEMARKET.ER Application Package
Agent handling an ACD call can turn on Make Busy, and end the call. The set
remains in the Make Busy state until canceled by the Agent.
LCD Indicator
6.7The LCD indicator beside the Make Busy key remains lit when the set is
in the Make Busy state. Figure 
6-l shows examples of all the LCD indicators
associated with the ACD feature.
KeyStatusLCD SymbolPrime LineIdle
q
Busy3aQueue StatusNo Calls in Queue
0Calls Waiting Before First Threshold Period
ElCalls Waiting...

ACD Agent Sets
Key
Make BusyStatusLCD Symbol
In Make Busy
Not in Make Busycl
Figure 6-l LCD Status indicators on 
SUPERSET Telephone
(continued)
Operation6.8To turn on Make Busy, press the Make Busy key. To cancel Make Busy,
press the Make Busy key again. The LCD beside the Make Busy key remains lit
while the set is in a Make Busy state. When calls ringing the set are not an-
swered within the period specified by the Call Forward No Answer Timer in
the agent’s COS, the system places the set in Make Busy,...

ACD TfLElblARKETfR Application PackageEXIT 
softkey: Pressing the EXIT softkey terminates the QUEUE STATUS display.
Name softkey: The NAME softkey appears if the group was assigned a name
during CDE. Pressing the NAME 
softkey displays the group name.HELP 
SOFTKEY
6.12During an ACD call all Agent sets display the HELP prompt. Help al-
lows the Agent, while involved in an ACD call, to request that a supervisor
monitor the call. The Agent may also tape the call by pressing the HELP 
soft-
key and dialing...

ACD Agent Sets
The agent must enter the number of a Supervisor or a Senior Supervisor, or
the access code for a recording group. Entering any other number results in a
set display of INVALID.
When an unprogrammed speed call key is used to place a help call, the set
responds with INVALID.
AUTO ANSWER
6.15The agent’s set can be programmed with a COS option to auto-an-
swer when a call arrives at the set. The auto-answer process is described be-
low.
1. Call arrives at free agent.
2. The agent’s 
SUPfRSfT4...

ACD ELEMARKEER Application Package
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620 6-6
9 109-094-620-NAIssue 3Revision 1 

7. ACD SUPERVISOR SET7.1This section of the practice describes the ACD TELEMARKETER fea-
tures on 
SUPERSET telephones used by ACD Supervisors, and includes de-
scriptions of:
l special feature keys,
l set displays,
l reports, and.
0 set operation.
The information in this section is aimed at those planning an ACD installa-
tion, setting up an ACD system, and operating the sets in an existing system.
Refer to Section 5, ACD Set Description 
- General, for descriptions ofACD TELEMARKETER features common to...

ACD ;TEbEMARKETER Application Package
Restrictions7.7The monitoring can be performed on any line and on any agent con-
versation that can be overridden. Monitoring is not 
permitted,.for example,.
on S-party calls, held calls and conferences. 
Keyline privacy is ignored for the
Call Monitor. set a one-way audio path, thus preventing the agent and the caller from
hearing the Supervisor.Enable Monitoring 7.8
To enable monitoring;
lassign an ACD Silent Monitoring access code in the Feature Access Code
CDE...

ACD Supervisor Set
Operation: When an agent initiates a Help request, the Supervisor’s set rings
and the display changes to ‘HELP’ followed by the agent’s name and ID num-
ber. When the Supervisor lifts the handset a monitor begins. To form a con-
ference with the Agent and ACD caller, the Supervisor must press CONF.
If a Help request is sent to a busy supervisor set, the set rings and displays
‘HELP’ with the agent’s name and ID. The supervisor, however, can only han-
dle the request after terminating...

ACD TELEMARKETER Application Package
620 74
W
Queue StatusStatus
No Calls in Queue
Calls Waiting Before First Threshold
Calls Waiting Between First and Second
Thresholds
Calls Waiting Beyond Second Threshold
Calls Have Overflowed to Next GroupLCD Symbol
q ln@lAlternating
Figure 7-l LCD Queue Status Indicators on 
SUPERSET Telephone
Operation: The QUEUE STATUS key displays the current status of the Agent
Group reporting to the Supervisor.
Press the key to display a summary of queue activity.
The set...